Mortgage Servicing Call Center Representative

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Division

Arvest

Location

801 John Barrow

Location

AR, Little Rock

Full-Time/Part-Time

Full-Time

Exempt/Non-Exempt

Non-Exempt

Grade

10 SSMET

Accepting applications through

May 12, 2013

Details

Preferred Qualifications

Bilingual (English/Spanish)

Description

SUMMARY: Under the supervision and guidance of the Call Center Manager the Mtg Svg Call Center Representative answers a large volume of customer service calls and assists customer various other requests/needs. The Call Center Representative serves as a primary telephone representative and must be able to provide all necessary support services. All calls are to be handled in a warm, friendly and professional manner while providing the customer with accurate information in a quick and efficient way.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Answer internal calls, external calls and work calls from the Message Center and respond to customer requests within established timelines in order to maintain service level expectations in regard to call handling time and calls per hour.

Research items and follow-up with customers in a timely manner. Work with bank associates, prior mortgage companies or other mortgage associates to obtain the necessary information.

Participate in outbound call campaigns.

When necessary, explain policies and procedures courteously and patiently.

May provide written responses to customer inquiries as needed.

TEAM ACCOUNTABILITIES:

Support and uphold the Arvest Mission Statement.

Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.

Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company’s overall operation.

Foster and promote the proper company image at all times.

Position Requirements

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform duties as assigned satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

EDUCATION AND / OR EXPERIENCE:

High school diploma or general education degree (GED) required.

6 months customer service experience required.

Previous mortgage servicing experience preferred.

OTHER SKILLS AND ABILITIES:

Must project an extremely friendly, courteous, patient, and helpful professional demeanor at all times even under adverse conditions.

Must possess a working knowledge in the use of personal computer, Internet, calculator, fax machine, printer and other business machines.

Must be able to arrive at work on time, work on site and have regular work attendance

Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style

Must be able to provide cordial customer service regardless of customer personality, presence or communication style

Must be able to perform several tasks at once

Must be able to work in a stressful atmosphere

Must be able to rotate job tasks

Must be able to occasionally work overtime

Must be able to greet others cordially

Must be able to coordinate multiple and changing priorities

Must be able to verbally communicate with all other associates

Must be able to move from department to department or bank to bank to attend meetings

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk, hear and sit. The associate may be required to stand and walk: use hands and fingers, handle, or feel objects or controls: kneel or crouch when filing, and reach with hands and arms.

The associate must occasionally lift and / or move up to 25 pounds.

Specific vision and hearing abilities are required for this job.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Category

Mortgage Company

About the Organization

As a provider of financial services, our #1 focus is our customers. We are people helping people find financial solutions for life. That is our culture ' that is who we are as an organization.

As an employer, our #1 focus is our associates. We offer competitive compensation, comprehensive benefits and an engaging work environment driven by the desire to serve our customers and communities.

With over 315 locations in Arkansas, Oklahoma, Missouri and Kansas, we offer a variety of jobs. Whether you are looking for full-time or part-time employment, Arvest has the opportunity for you.

Arvest is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.